Albatross CX Limited Limited has appointed you to act as an independent contractor, otherwise referred to as, Customer Experience Evaluators, or CXE, to survey designated locations that include but are not limited to stores, counters, hotels, restaurants or showrooms hereafter referred as The Customer Experience Evaluator will visit the designated stores and act as a standard customer. Customer Experience Evaluators will follow a pre-set scenario, record the conversation between the Sales Advisor that assists the Customer Experience Evaluator and him/herself on an MP3 player (if indicated prior to the scheduled mission date by a member of the Albatross CX Limited Limited staff [in countries and states where it is permissible]) and provide feedback on what the Customer Experience Evaluator saw, heard and experienced by filling out a pre-designed questionnaire both by hand as well as online. The aim of this mission is to: - evaluate the customer service level - evaluate the compliance to brand guidelines - measure the brand advocacy. Such surveys are to be carried out in the designated stores within a set time frame which will be communicated by Albatross CX Limited Limited prior to entering the store on the scheduled date of visit. As an independent contractor, no Customer Experience Evaluator is guaranteed missions or that a mission will be available at the time of electronically signing this Agreement.
Albatross CX Limited Limited will train the Customer Experience Evaluator in order to enable the Customer Experience Evaluator to fulfill the mission. Albatross CX Limited Limited commits to providing all Customer Experience Evaluators who have filled out and passed the General Certification with a score of 90% or above (prior to performing the selected visit), the opportunity to make a request for visits in the area(s) in which Albatross CX Limited Limited coordinates visits. If a Customer Experience Evaluator is selected to perform a visit, Albatross CX Limited Limited will provide the following:
The The Customer Experience Evaluator must:
As part of its internal quality procedure, for some visits, Albatross CX Limited requires that the The Customer Experience Evaluator record the visit with an audio recording device such as a phone, mp3 recorder, etc. (in countries and states where it is permissible) and to upload this file on Albatross CX Limited ' secured website. It is Albatross CX Limited ' commitment to strictly control the usage of this recording and use it for internal purposes only; therefore it is not to be shared it with the client under normal conditions. However, if a serious issue was to be raised by the client, Albatross CX Limited ' team and the client would meet to listen to the recording, but the recording would not be transferred to the possession of the client. It is to be remembered that such a recording is being made in a professional environment with a professional sales person. Discussion that takes place between the two parties should not contain any private matters and shall remain strictly professional. Consequently, there is no invasion of privacy due to the nature of the conversation, the place where this discussion occurs, and due to the internal usage of this recording by Albatross CX Limited . Albatross CX Limited commits to deleting this recording within 3 months after the survey date.
The The Customer Experience Evaluator will receive a compensation that will vary depending on the complexity of the mission and will be communicated to the The Customer Experience Evaluator before the training. The The Customer Experience Evaluator also has the opportunity to earn up to a 30% quality bonus. For example, if the compensation is 70, the quality bonus would account for up to 30 making the possible compensation up to 100. If you perform properly, you will receive 100. The reasons for which the The Customer Experience Evaluator would not receive the 30% quality bonus from the communicated pay rate include but are not limited to the following
Albatross CX Limited withholds the right to deny the The Customer Experience Evaluator 100% of the visit compensation for reasons that include, but are not limited to the following:
In cases where it is proven by Albatross CX Limited that information found on the The Customer Experience Evaluator profile is untrue, including but not limited to age, income, sex, nationality, languages spoken, etc., will result in immediate deactivation of the The Customer Experience Evaluator's account and all pending payments to be cancelled.
In cases where the targeted Sales, Beauty or Fashion Advisor is not at the designated store during the pre-confirmed date and time, and the The Customer Experience Evaluator has waited at the store for the length of time the Albatross CX Limited Coordinator set prior to the visit:
In cases where the specified target item is not available at the store as determined by the Albatross CX Limited Coordinator and/or the brand briefing:
In cases where the store is not open due to renovation, location change, inventory check or permanent closure:
In cases where Albatross CX Limited has agreed to pay additional fees to the The Customer Experience Evaluator, which include but are not limited to: transportation fees, referral fees, additional compensation, etc., all additional fees must be confirmed prior to the scheduled date of visit. In cases where proof of additional fees is to be provided by the The Customer Experience Evaluator, i.e. transportation fees:
The payment should occur within 45 days after the mission has been satisfactorily completed by the The Customer Experience Evaluator, and if the The Customer Experience Evaluator has included all the necessary payment information in their Albatross CX Limited Profile in order to receive said payment. In cases where the The Customer Experience Evaluator does not have the payment information included in the Albatross CX Limited Profile on the date of questionnaire submission, and/or the uploaded PayPal ID or information necessary to send payment is wrong, misspelled, expired, or invalid for any such reason, Albatross CX Limited is not held responsible for any delay in payment nor if a payment exceeds more than 45 days. In cases where the The Customer Experience Evaluator does not claim the sent payment within 6 months of sent date, Albatross CX Limited is not obligated to resend it, and the payment is to be considered void.
Albatross CX Limited is committed to using PayPal as its standard method of payment. The The Customer Experience Evaluator is required to receive payment via PayPal unless living in a country where PayPal is not available and that allows payments to be transferred to a local bank account and/or receive the money transfer via local check that can be cashed and/or deposited at his/her local bank.
The The Customer Experience Evaluator, by working with Albatross CX Limited , agrees to give reliable and true information, to remain anonymous not divulge or make use of any information gathered during the course of a mission. The The Customer Experience Evaluator also agrees not to accept any gifts, money or any advantages from the staff of the store that is being visited and/or from the company managing store. The The Customer Experience Evaluator agrees at the end of the mission, to return all the tools, documents and materials that were provided to perform the mission. Henceforth the The Customer Experience Evaluator is forbidden to retain any materials, tools or documents for whatever the reason. All material remains the exclusive propriety of Albatross CX Limited . Failing to comply with any of these clauses shall bring serious fault with all driven legal consequences.
If the The Customer Experience Evaluator does not comply with set obligations as stated in Article 3 and Article 6, Albatross CX Limited has the right to cancel such agreement by email. In case one or more of the above articles were to be declared illegal, the rest of the articles and the contract will remain in effect. In case of dispute, the parties shall try to reach a mutual and amicable agreement. If such agreement cannot be reached, a local court in a city where Albatross CX Limited has its regional headquarters will handle the case.
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Ever needed help at a store and been totally ignored? Ever wished that your favourite brands understood you better? Do you want them to deliver more of the experiences that delight you?
We all have dozens of customer service interactions every day. When they’re good, they make life easier and brighter—like when a sales advisor helps you find the perfect gift, or when a barista always remembers your name and your order. But when customer service is bad, it can waste your time, cost you money, and ruin your day.
Become a The Customer Experience Evaluator with Albatross CX Limited and help us make service better! By visiting stores and sharing your experiences through online surveys, you’ll be improving the quality of customer service in your area and around the world, and earn rewards for doing it. Our missions pay in cash and/or gifts, plus the knowledge that you’re doing something to make everyone’s days just a little bit brighter.